Refund & Cancellation Policy

1. Installation charge

The installation charge covers the actual cost of pulling fiber, splicing and installing the ONU. Once that work is complete and the connection is live, the charge is non-refundable. Where we are unable to deliver the connection for a reason on our side — no coverage, or technical impossibility — any amount already paid is refunded in full within 7 working days.

2. Monthly service charge

Monthly charges are payable in advance and are generally non-refundable. If a connection is cancelled part-way through a month, no refund is made for the unused days, but service remains active until the last day of that billing cycle.

3. Credit for extended outages

Where a fault on our network keeps a connection down for more than 24 continuous hours, a pro-rata credit for those days is applied to the following month's invoice on request. This does not apply to outages caused by mains power failure, problems inside the customer premises, or the customer's own router or devices. Requests must be made within 30 days of the incident.

4. Duplicate or excess payments

If a payment is made twice by mistake, or more than the amount due, the excess is credited to your account against the next invoice. Alternatively you may request a refund, which is processed within 10 working days once the transaction ID and your identity are verified.

5. Equipment

Routers or other equipment purchased from us are replaced under the manufacturer's warranty where the fault is a manufacturing defect. Physical damage, damage from electrical surge, and damage caused by misuse are not covered. Equipment supplied on loan must be returned at cancellation; if it is not returned, the replacement value is chargeable.

6. How to cancel

1. Give written notice by phone, email or at our office at least 7 days before the end of a billing cycle.
2. Settle any outstanding invoice.
3. Return our equipment (ONU and similar). Our technician can collect it if that is easier.
4. Once confirmed, the connection is closed and no further invoices are generated.

7. Refund method

Refunds are issued through the same channel the original payment was made (bKash, Nagad, bank transfer or cash). Where a mobile financial service applies a cash-out charge, that charge may be deducted from the refunded amount.

8. Contact

For anything relating to refunds or cancellation: +88-01710-439898 · info@supernetbd.com